Sr. Service Experience Consultant

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services, and initiatives into the market.

Within Client Services, the Sr. Service Experience Consultant is a global liaison between Client Services, Technology, and Product who works internally and cross-functionally to ensure clients are ready for our bi-annual major code releases for VisaNet.

This individual contributor role is essential to ensuring a client-centric lens is applied at all phases of the release planning lifecycle.  We are looking for a top-notch Sr. Consultant to join our Global Service Experience Release Readiness team, and help us as we partner with Technology, Product, and Client Success Managers to ensure our clients are ready for our bi-annual major code releases. If you have a healthy love of data, tools, and process, combined with a can-do/execution minded attitude this is the role for you. 

The What

• For each release manage the communication processes by gathering the information shared and socialize in a cohesive manner

• Become one of the administrators and super users of the Infoline tool (an internal Q&A portal for business enhancements release) to seek answers and allow knowledge transfer and clarity for the clients. Perform the preparation functions to enable this tool for each release.

• Additionally become a super user of our knowledge management tool, helping us to drive efficiencies and more quickly provide answers, and provide reporting to drive internal improvements.

• Provide and evolve business-critical reports, pulling from multiple systems for different levels of management and cross functional teams.

• Help the team scale and drive efficiencies through prioritization, automation, and new tools/enhancements.

• Participate early in the scope and requirements review for the release to identify anything that will be confusing to clients and work with Client Services, Product and Technology teams to efficiently resolve.

• During activation weekend you will partner closely with the Command Center to track, understand, and provide visibility to client impacting release issues.

• Work internally and cross-functionally to improve processes for scale, drive efficiencies and respond to evolving client and Client Services’ needs, while ensuring no risk to the release underway

The How

• Develop strong partnership with our Global Technology and Product teams, in order to be recognized as a key contributor to their success.

• Maintain a continuous path of Global Service Experience communication to provide timely feedback to our collaborators and partners.

• Develop necessary documentation to educate our regional collaborators and partners, to ensure they have the needed artifacts to educate and execute the strategy with the clients.

• Engage in the development and execution of Product and Technology KPI’s, ensuring regional alignment.

• Identify/Prioritize key product needs and dependencies with our Regional Leads, define success measures, and track status with our partners.

• Develop framework for Global Service Experience Business Enhancement Release model (where appropriate), and gaining regional buy in.

• Define and execute playbook for Global Enhancement Releases, with processes, appropriate artifacts, and standards applicable to all Regions.

• Engage regularly with regional peers to socialize and educate details of the Enhancement Release pipeline, define processes and artifacts applicable